Solutions Engineer (ServiceNow)

Hillsborough County Board of County Commissioners • Tampa, FL

4h • $75,129 - $97,676

About The Position

This is a professional and strategic job responsible for partnering with business liaisons and technical teams to establish multi-platform hardware/software solutions for enterprise application systems. The Solutions Engineer performs capacity and performance planning. The Solutions Engineer manages complex global, enterprise technology projects involving technology systems analysis, development, coordination, implementation, and documentation according to established project management methodology. The incumbent in this job will provide advanced technical support for information systems. The Solutions Engineer works independently, with limited supervision. Problems faced are difficult and often complex.
The ideal candidate will possess the following experience and qualifications:
Five (5) to seven (7) years of hands-on experience designing, configuring, developing, testing, automating, and supporting solutions on the ServiceNow platform, with a strong focus on:
Proven experience administering and optimizing the ServiceNow platform modules like ITSM, CMDB, APM, CSM, Etc.
Strong experience configuring Discovery, Service Mapping, and Event Management integrations to ensure accurate CI relationships and service visibility.
Certified ServiceNow System Administrator (CSA), Certified Implementation Specialist (CIS-ITSM or CIS-CMDB) or Certified ServiceNow Application Developer (CAD) certifications preferred
Proficiency in JavaScript, Business Rules, Script Includes, Flow Designer, Integration Hub, REST APIs, data transformation, IRE Rules, Data Sources, Transform Maps, etc.
Experience designing and maintaining integrations between ServiceNow and enterprise tools (monitoring, identity management, cloud platforms, DevOps, asset management, etc.).
Experience in developing technical documentation, data governance standards, and end-user training materials.
Excellent stakeholder engagement skills with the ability to collaborate across Infrastructure, Security, DevOps, Application Support, and Business teams.

Requirements

• Five (5) to seven (7) years of hands-on experience designing, configuring, developing, testing, automating, and supporting solutions on the ServiceNow platform, with a strong focus on:
• Proven experience administering and optimizing the ServiceNow platform modules like ITSM, CMDB, APM, CSM, Etc.
• Strong experience configuring Discovery, Service Mapping, and Event Management integrations to ensure accurate CI relationships and service visibility.
• Proficiency in JavaScript, Business Rules, Script Includes, Flow Designer, Integration Hub, REST APIs, data transformation, IRE Rules, Data Sources, Transform Maps, etc.
• Experience designing and maintaining integrations between ServiceNow and enterprise tools (monitoring, identity management, cloud platforms, DevOps, asset management, etc.).
• Experience in developing technical documentation, data governance standards, and end-user training materials.
• Excellent stakeholder engagement skills with the ability to collaborate across Infrastructure, Security, DevOps, Application Support, and Business teams.
• Advanced knowledge of industry project methodologies and use of documentation platforms for project and technical documentation.
• Advanced knowledge of enterprise infrastructure engineering, design and architecture of multi-platform software solutions for enterprise software systems. Advanced knowledge developing, maintaining and supporting technical infrastructure.
• Advanced knowledge of industry standards, characteristics, features and troubleshooting methods associated with application solutions, server-based applications.
• Advanced knowledge developing, maintaining and supporting technical solutions, hardware and system software components.
• Advanced ability to organize, prioritize and manage multiple complex projects, tasks and time to meet delivery dates.
• Advanced ability to develop, edit, and present technical design concepts, project plans, and produce clear and detailed technical specifications and other technical reports. Advanced ability to work independently and analyze, interpret and accurately summarize complex business processes and detailed information.
• Advanced ability to troubleshoot complex hardware/software technical issues associated with enterprise software systems, personal computers, peripherals and end user devices.
• Advanced knowledge of SQL, Oracle, and/or database best practices. Proven analytical skills and the ability to distill and simplify complex concepts. Proven track record for implementing large scale or enterprise-wide systems and applications.
• Ability to work effectively with other and provide superior customer service to end-users.
• Project professionalism and be a role model to peers and subordinate positions.
• Communicate effectively both written and orally to end-users, vendors, management, and peers.
• Graduation from an accredited four-year degree granting college or university with a major in a computer technology or related field; AND
• Five years of work experience analyzing, designing, testing, implementing and managing functional automation information systems and projects; AND
• Two years hands-on experience with relational database languages; OR
• An equivalent combination of education (not less than possession of a high school diploma/GED), training and experience that would reasonably be expected to provide the job-related competencies noted above.

Nice To Haves

• Certified ServiceNow System Administrator (CSA), Certified Implementation Specialist (CIS-ITSM or CIS-CMDB) or Certified ServiceNow Application Developer (CAD) certifications preferred

Responsibilities

• Partners with business liaisons and technical teams to understand and define system goals and technical system requirements. Develops and engineers solutions consistent with information systems architecture, using established technology standards to develop multi-platform hardware/software solutions, based on customer requirements.
• Ensures that the design and application implementation meets security and quality assurance standards.
• Performs project management duties on complex, global enterprise technology projects in accordance with established project management methodology. Acts as team technical liaison for externally managed technology projects. Communicates project updates to management. Provides project management mentoring for subordinate technical staff.
• Provides advanced technical debugging and troubleshooting for escalated complex issues in supporting multiple infrastructure platforms related to enterprise application systems and end user devices. Performs troubleshooting for software systems, preventative maintenance, patching and upgrades for enterprise software systems and backup systems. Provides administrative and technical guidance, coaching and support for subordinate-level technical positions.
• Reviews and monitors performance and performs capacity planning of enterprise infrastructure systems and develops management recommendations for the implementation of enhancements to the enterprise architecture. Recommends innovative solutions to reduce operational costs, improve client productivity, and enhance the efficiency and reliability of the enterprise infrastructure.
• Creates standardized reporting tools and dashboards as required. Creates process flow charts, diagrams, and other related documentation. Works closely with customers to develop and maintain critical business reports.
• Collaborates with Solution Architects and infrastructure teams to integrate applications and hardware.
• Acts as a subject matter expert and primary point of contact for assigned systems and reporting tools. Analyzes and designs program logic, screen layouts, reports, and testing criteria to support development of new or enhanced systems.
• Performs as supervisor to subordinate technical personnel engaged in performance of installation, maintenance and support of software systems. Provides mentoring and training to peers and subordinates.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level